Marathonbet Casino - Dobici igrača su delimično zaplenjeni, a račun je zatvoren.

Marathonbet not paying my winnings, after deposit and win they cancelled my withdraw that time deposit works fine by binance pay in terms of withdraw they claimed binance pay had some issues but the funny things are deposit works fine. After I complain on that ask to submit documents for verification I send them all of these after 15 days of verification delay they now decide to deduct my winnings with transection fees gave 69USD out of 248USD and completely closed my account.

Dear Tonmoy725,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Could you kindly specify which payment method you used for your withdrawal? Do I understand correctly that this method had transaction fees of $179, or have your winnings been deducted for some other reason?

Could you please explain why your account was closed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Kyc verification passed successfully. The problem occurs recently I had 248dollar in balance, When I tried to withdraw my money it's cancelled several times, then they ask for documents after submitting all of documents they closed my account without any reason deducted winnings from day 1 of my registration and gave just 69 dollar. They sent me a final mail response of closing account.

Please forward me the email you received from the casino after your account was closed. My email address is veronika.l@casino.guru. Thank you.

Thank you for the email.

I have checked rule 1.4.5 due to which the casino decided to close your account:

It is each individual customer’s responsibility to ensure that the personal details provided at registration are correct. Marathonbet.com reserves the right to close, suspend and void, fully or partially, any bets if the personal details provided are found to be incorrect.

Could you please advise if you entered the correct personal details (name, surname, date of birth, address) into your casino account? Do these details match the data on your identity documents?

Obviously it's match to my data.

It's match to my data and identity documents also .. But how they deducted my winnings for this silly reason?

Thank you very much, Tonmoy725, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay. Thank you for your assistance Veronika. I hope this issue will be solved by your team.

Hello, Tonmoy725,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Marathonbet Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear Bronislaw,

A detailed description of the situation has been sent to your e-mail address.

Thank you for the clarification, Marathonbet Casino team.

However, we will definitely need more details and supporting evidence. Can you please look at my last email regarding the matter and provide the requested?

Dear Bronislaw,

A letter with the company's position has been sent to your email.

Thank you for your email. I replied a while ago.

Dear Tonmoy725,

Can you please:

• Provide all the (personal) details you filled out upon registration or completing your casino account profile
• All the documents you sent to the casino upon KYC/verification

Feel free to forward the requested to my email address (branislav.b@casino.guru).

Looking forward to hearing from you.

Good morning,

Kindly check your email. It's being long time since I can't able to login my account.

Considering the issue I'm looking forward to your help. Please inform me if you need anymore documents.

Dear Tonmoy725,

Thank you for your emails, and I am sorry for the delay.

After gathering and reviewing all the necessary information from the casino and the documents you provided, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - some of your documents indicate clear signs of editing. This seriously breaches the casino's rules. A successful verification is a must to be able to withdraw any funds from your casino account, while players are obliged to provide online casinos with only original unedited documents. Since you failed to pass the KYC, the casino acted in accordance with its terms and conditions. Under such circumstances, you can be glad and happy if the casino refunds anything from your deposits.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru